Had an issue with Red Rooster? Get a real response.
How to submit a complaint with Red Rooster
Online Feedback Portal (Recommended):
Submit your complaint directly using the Red Rooster Feedback Form powered by InMoment. Clearly include order details, restaurant location, date/time, and issue specifics. Expect a response within a few days.
Phone the Store Directly:
If your issue is urgent, call the specific Red Rooster outlet (number on your receipt or store locator) immediately to arrange a prompt resolution like a refund or replacement.
In-Store Complaints:
Speak directly with the manager or staff at the restaurant immediately if your dine-in or takeaway meal has an issue. Managers are empowered to issue replacements or refunds quickly.
Delivery App Issues:
If ordered via Uber Eats or Menulog, first report the issue within the app for quick refunds. Also inform Red Rooster via their feedback form to assist improvements.
Corporate Contact (If Necessary):
Red Rooster’s parent company, Craveable Brands, has a head office line at (02) 8905 8400 if standard channels fail. Use sparingly and mainly if other channels are unresponsive.
Acknowledgment:
You’ll see immediate confirmation after submitting via the online form. Red Rooster usually contacts you personally (often store or area manager) within a few days.
Internal Investigation:
Your complaint is reviewed internally, involving store management who will investigate (CCTV, staff interviews, etc.) and report back with solutions.
Resolution Process:
Typical resolutions include:
- Apology: Always included for genuine complaints.
- Replacement or Refund: Immediate fixes or refunds for incorrect or substandard food.
- Voucher or Compensation: Generous vouchers or freebies to encourage repeat visits.
- Explanation: Transparent explanation of issues and actions taken to avoid repeats.
Communication:
Red Rooster reaches out via your preferred method (phone/email), generally within 3–5 business days. If no contact occurs in that timeframe, it’s acceptable to follow up.
Customer Satisfaction:
Red Rooster aims for complete resolution. If you’re unsatisfied, they encourage you to communicate your ongoing concerns for an improved solution.
Common complaints against Red Rooster
- Food Quality Issues:
Common complaints include undercooked or overcooked chicken, inconsistent preparation, poor-quality sides (chips, gravy), and discrepancies between advertised images and served items. - Portion Size & Value:
Customers frequently mention portions seeming smaller than expected, leading to dissatisfaction over value for money. - Pricing & Promotions:
Complaints arise from confusing promotions or pricing discrepancies at the checkout. Customers rightly expect advertised deals without hidden conditions. - Slow Service & Order Errors:
Delays in drive-thru and incorrect items (e.g., missing sauces or wrong burgers) are recurring frustrations. - Customer Service Attitude:
Complaints about rude or inattentive staff, unhelpful managers, or poor complaint handling are occasionally reported, highlighting inconsistent service quality.
Red Rooster complaints submitted through Ajust
I ordered food expecting a quick, easy dinner, but what I got was honestly disgusting. The chips were cold and soggy, and my rooster roll was so overcooked it was hard to eat. My partner’s sub was stale and tough too. It felt like old food that shouldn’t have been served at all, and it completely ruined the meal for us. - Janelle
I ended up with food poisoning after eating a quarter chicken and chips that were barely warm and clearly old. The store was dirty, the staff were rude, and there was no care taken with food safety. I was sick for days and felt completely ignored when it came to accountability. This wasn’t just bad service, it was genuinely unsafe. - Kemp
I paid for an online order, drove to the store to collect it, and found a sign on the door saying the store was closed for maintenance. My money had already been taken, and there was no notice, no contact, and no clear way to get a refund. It felt careless and frustrating to be left out of pocket like that. - C
I found a band aid wrapper in my food, which completely turned me and my kids off eating it. I asked for a refund, not a replacement, but that wasn’t even offered. The manager dismissed the issue and showed no real concern. The lack of apology and care made the situation even worse. - Luke
How other consumers Red Rooster complaints got resolved
Overcharged Promotion:
- Issue: Customer charged full price despite advertised $4.95 deal.
- Resolution: Immediate refund provided by the manager once identified.
Poorly Handled Complaint (Loaded Fries):
- Issue: Sparse toppings and poor response from store, customer living far from store offered unsuitable replacement.
- Resolution: The issue was escalated repeatedly via reminders to head office. Remains unresolved.
Missing Delivery Items:
- Issue: Drink missing from delivery and cold chips.
- Resolution: Manager noted complaint, provided extra items and free dessert on subsequent order.
1. Franchise Owner or Area Manager:
- Request contact details for the franchise owner or ask for your complaint to be reviewed by an Area Manager if unresolved at store level.
2. Craveable Brands Head Office:
- Escalate unresolved complaints formally to:
- Craveable Brands, Level 12, 12 Help Street, Chatswood NSW.
- Email directly after obtaining an appropriate customer service contact via head office.
- Craveable Brands, Level 12, 12 Help Street, Chatswood NSW.
3. Social Media/Public Review:
- Use Red Rooster’s verified social media pages (Facebook, Twitter) or platforms like ProductReview or Trustpilot to publicly escalate and garner prompt responses.
4. Consumer Protection Agencies:
- Mention potential escalation to Fair Trading or the ACCC if your complaint remains unresolved, prompting internal urgency.
5. Legal Action (If Severe):
- Reserved for serious, unresolved issues (e.g., injury/illness due to negligence). Legal consultation or Small Claims Court as a last resort.
Australian Consumer Law (ACL) & ACCC:
- Report misleading conduct or systemic issues via ACCC Consumer Complaint Form. Useful for significant, widespread concerns.
State Fair Trading or Consumer Affairs:
- Lodge unresolved disputes formally via state agencies (e.g., NSW Fair Trading, QLD Office of Fair Trading) for mediation assistance.
Local Health Departments (Food Safety Issues):
- For serious food safety concerns, report directly to local councils or health authorities to trigger inspections and corrective action.
Note: No dedicated “Food Ombudsman” exists; Fair Trading and health departments typically handle unresolved Red Rooster complaints externally.
- Red Rooster Feedback Form: Primary channel for complaints and feedback.
- Red Rooster Store Locator: Direct store contact numbers for immediate issues.
- Craveable Brands Contact Info: Parent company’s corporate contact for escalations.
- ACCC Consumer Complaint Form: Report misleading advertising or systemic consumer issues.
- NSW Food Authority: Report serious food safety concerns.
- NSW Fair Trading: Mediation support for unresolved consumer issues.
- ProductReview – Red Rooster: Public reviews and complaint sharing platform.
- Trustpilot – Red Rooster Reviews: Another public platform for reviewing and escalating unresolved issues.
Red Rooster Complaints FAQs
What is the fastest way to submit a complaint to Red Rooster?
The fastest way to complain to Red Rooster is through their online feedback form. This channel goes directly to their customer experience system and usually triggers a response within a few days. To speed things up, include your order number, store location, date, time, and a clear description of the issue. Online complaints are easier to track and are more likely to be reviewed by store or area managers who can authorise refunds or replacements quickly.
How long does Red Rooster usually take to respond to a complaint?
Red Rooster typically responds within three to five business days after you submit a complaint. You’ll usually receive an immediate confirmation, followed by personal contact from a store manager or area manager. Response times can vary depending on the issue and store involvement. If you haven’t heard back after five business days, following up is reasonable and often helps move the resolution forward.
What outcomes can I realistically expect after complaining to Red Rooster?
Most Red Rooster complaints result in an apology plus a refund, replacement, or voucher. For incorrect, missing, or poor-quality food, stores commonly offer refunds or free replacements. In some cases, customers receive vouchers as compensation to encourage a return visit. Red Rooster usually explains what went wrong and what steps were taken to prevent it happening again, especially for service or quality issues.
How do I escalate a Red Rooster complaint if the store ignores me?
If a store doesn’t resolve your complaint, you can escalate it to Red Rooster’s parent company, Craveable Brands. Asking for an area manager review is often effective before going to head office. If that fails, public reviews or social media complaints can prompt faster action. As a last resort, unresolved issues can be raised with Fair Trading or consumer protection agencies under Australian Consumer Law.
You’ve done your part, now it’s time to hold Red Rooster accountable.
Take the final step and submit a complaint that gets seen and responded to.